Reopening Response Protocols to COVID-19

Dear Crystal Springs Family,

First and foremost, we hope you are healthy and safe, and our thoughts and prayers go out to everyone adversely affected by COVID-19.

Secondly, we are pleased to tell you that we are now taking reservations for stays in June. As we plan for our reopening, we do so with no higher priority than the well-being and safety of our guests, team members and community. To this end, we ask that you please review important information posted here regarding new policies and procedures in various areas of our operation including things that we are asking you to do in order to help maintain a safe environment.

This being said, we want to point out that no one should ever forget that this is your getaway, and that we are here to serve you. As hospitality professionals, it is our job not only to deliver a safe and responsible environment but to also provide you with a fun, relaxing and enjoyable escape. At times, this can be a difficult balance to maintain, but it is what we do with creativity and diligent effort. Please know that we look forward to welcoming you back to our beautiful mountain setting and will be working tirelessly to deliver the world class experience you have come to expect from us over the years.

For more information or to make your reservations, call (855) 623-7245.

Crystal Springs Resort is fully committed to following all Federal, State and Local health department regulations relating to mitigation of the COVID-19 virus. Furthermore, we will be adopting Standard Operating Procedures based on the American Hotel & Lodging Association's 'Safe Stay' program, an industry-wide enhanced standard of health and safety protocols derived from CDC guidelines, and designed to prepare hotels to responsibly welcome back guests and employees. In addition, for areas of our business that fall outside of core hotel operations, we are implementing best practices based on guidance from relevant industry associations such as the USGA, National Restaurant Association, the USDA and the International Spa Association.

Please review the sections below to not only see how we have modified our operations, but also to understand important things that we are asking you, our guests, to do when visiting to support everyone's wellbeing.

We have rolled out a multi-pronged platform to elevate our cleanliness standards and sanitization procedures to meet the new health and safety challenges presented by the current environment. Please expect the following new protocols:

Prior to guest arrival, guest rooms will be thoroughly cleaned and sanitized using hospital-grade disinfectants and then sealed to ensure that no one reenters the room before the new guest arrives.

To minimize interaction following check-in, standard housekeeping will be limited to daily trash pickup and replenishment of toiletries and cleaning supplies as requested.

Printed in room directories, pamphlets and brochures have been removed from guest rooms and common areas. Directory information will be available via in room entertainment systems and the Resort website.

Common touch points and hard surfaces in all common areas will be cleaned rigorously in detail on an ongoing basis using hospital-grade disinfectants.

Hand sanitizer stations will be located throughout the Resort, e.g. at entrances, hotel reception, elevator banks, fitness spaces and golf courses.

Any equipment or fixtures used by guests in activities will be thoroughly sanitized between uses.

Personal Protective Equipment (PPE) will be utilized by Resort staff, and guests will be required to wear a mask or face covering in indoor common areas or in situations where 6’ distancing may be difficult to maintain.

In order to provide a safe and responsible start to your Crystal Springs stay, the Resort has updated its hotel check-in policies to minimize guest-employee physical interaction and to avoid congregation in the hotel lobby. Please be prepared to follow these important safety guidelines at check-in:

Guests will be directed to pull vehicles into specific spaces marked for hotel registration.

During the check-in process, all parties must maintain a 6-feet distance from employees and other guests who are not in their party.

Only one member of a guest party should transact during the check-in process.

A face covering or mask should be utilized during check-in and while in other common indoor areas.

Valet parking service has been suspended at this time.

Luggage carts will be located in the vestibule of the lobby and available for self-serve usage. Procedures are in place for staff to thoroughly sanitize luggage carts between each use.

Supporting a safe and responsible environment is a group effort, and to that end, we are asking the following of our guests:

Prior to arrival, and at the time of check in, guests will be asked to confirm that in the last 14 days that no one in their party has tested positive for COVID-19, has exhibited signs of the virus or has been in close contact with anyone known or suspected to have the virus.

While visiting, guests will be asked to adhere to all guidelines including maintaining proper personal hygiene and social distancing (see more below).

We also ask that guests visiting us from outside of Sussex County do not visit local stores outside of the Resort at this time.

If we all work together, we have the best chance of achieving our common goal of keeping everyone healthy and safe.

The adoption of social distancing, use of masks and practice of proper personal hygiene by guests and staff is important in supporting our common goal of maintaining a safe environment.

Guests will be required to maintain 6’ from other guests at all times while on property with the exception of those in the same group (direct family members or romantic partners), with no such group to exceed 10 people.

Masks or face coverings must be worn in common space indoors and certain designated high traffic outdoor areas, however, masks will not be required when outdoors in low traffic areas.

Common area furniture will be rearranged to allow greater space for physical distancing.

Activities will be modified to ensure social distancing and to avoid the sharing/touching of equipment or fixtures.

Guests are asked to practice proper personal hygiene in accordance with CDC guidelines including the frequent washing of hands.

Guests are encouraged to use hand sanitizer stations that will be located throughout the property.

In order to limit physical interaction without compromising service, we have introduced a virtual concierge texting service for all of our hotel guests.

Signage promoting these practices will be placed throughout the Resort.

SWIMMING POOLS

We look forward to welcoming guests to our swimming pools!

According to the CDC there is no evidence that the COVID-19 virus can be spread through the water in pools, hot tubs or water play areas, but it is important that proper precautions be taken in swimming pool areas.

In order to benefit the health and safety of our guests, employees and community, in accordance with guidance from the CDC and local health officials, we will be implementing the following protocols in our swimming pool areas:

Guests will be asked to maintain proper hygiene at all times while staying at the Resort. This includes washing hands frequently and showering prior to arriving at the pool area.

Hand sanitizer stations will be placed in the pool area and in other areas throughout the Resort.

Seating will be reconfigured in all common areas of the Resort including pools to support distancing of 6’ between guests not in the same party.

Pool furniture will be cleaned and sanitized after each use.

Regularly scheduled disinfecting will take place in restrooms, on all common area surfaces, and on slide structures.

Sauna and steam room protocols will be implemented in accordance with local regulations.

Pool occupancy will be managed in accordance with local regulations.

The Resort will schedule specific times for pool visitation if occupancy exceeds the permitted limit determined by local regulations.

Staff will be appropriately trained to monitor and enforce all new protocols.

SPAS

Our two spas are not open at this time, but we anticipate that we will be permitted by the Governor to reopen them in the next few weeks. In preparation for reopening, our team has been working diligently in developing Standard Operating Procedures in accordance with the International Spa Association (https://experienceispa.com/)based on best industry practice guidelines. To this end, our spa guests should expect the following:

Spas will have reservation time slots increase from 1 hour to 1 ½ hours to allow for full treatment room sanitizing.

All guests will be contacted two days prior to appointments with communication on requirements, including showering prior to service and wearing a mask upon arrival.

The spa check-in process has been adjusted to minimize in-person interaction and avoid congregation of guests in the entryway.

A medical intake form will need to be filled out prior to each service.

All spa staff will wash their hands prior to and after treatment in front of the guest, and will wear Personal Protective Equipment (PPE).

HEALTH & WELLNESS CENTER

Minerals Sports Club & Wellness Center is not open at this time, however, we anticipate that we will be permitted by the Governor to reopen in the next few weeks. In preparation for reopening, our team has been working diligently in developing Standard Operating Procedures that are in accordance with the International Health, Racquet and Sports Association (https://www.ihrsa.org/) based on best industry practice guidelines. To this end, Sports Club members and guests should expect the following:

A significant portion of our weight training equipment has been moved to the more spacious tennis court venue, with all equipment spaced 6 feet apart.

Members and guests will be required to disinfect equipment before and after each use.

Classes will be held on the basketball court or outdoors where possible, with social distancing protocols in place.

Classes held in-studio will use bodyweight exercises only so no equipment is utilized.

All staff, members and guests will be required to wear a mask or face covering while indoors.

Members and guests should bring their own towels, since towels will not be provided during the initial reopening phase.

Exercising is a great way to strengthen your immune system and has numerous other health benefits. We look forward to seeing you back in the Sports Club real soon.

With a breathtaking natural setting located on thousands of acres of wide open space, Crystal Springs will continue to be a playground for all ages - providing our guests memorable activities that are both responsible and FUN.

Our experienced, creative hospitality professionals are experts in finding ways to delight our guests, and we look forward to introducing new activities to our guests this summer. Most of our regular offerings will be available, including fishing, archery, nature trails, golf, footgolf, putting courses, farm animal visits, pony rides, outdoor movies and entertainment. All will be hosted in outdoor venues, weather permitting.

The Resort will also reopen the Mountaintop Lake, which features canoeing and kayaking on a pristine lake, as well as hiking and sunbathing at this time. The Quarry, surrounded by dramatic stone cliffs and filled with refreshing water, will offer fishing and archery.

The following protocols have been put in place to benefit the safety of our guests and employees:

Guests will be required to fill out participant waivers.

Guests will be required to wash their hands prior to participation.

Sanitizing wipes will be available for guests to utilize at their discretion.

All activities will be set up to support social distancing between parties. Some will have a limited number of guests participating at once, particularly those held indoors.

Sharing equipment is not allowed, and procedures will be in place, with adjusted timing between sessions to allow for sanitization of equipment after each and every use.

Crystal Springs is proud of its culinary heritage and history of offering outstanding food in a breathtaking setting - always delivered with genuine hospitality.

At this time, we will be providing guests with select takeout dining menus featuring meals that offer the same level of quality ingredients and attention to detail that guests have come to expect from our culinary operation. Meals can be delivered to your room or picked up to be enjoyed in a variety of scenic outdoor venues. We are also pleased to introduce our "Chef's Provisions Menu" at Grand Cascades Lodge featuring items that can be stocked in the refrigerator of your private kitchen prior to your check in.

As we await details from the N.J. Governor’s office on the timing of reopening dine-in service, we have prepared Standard Operating Procedures in accordance with safety guidelines from the National Restaurant Association and U.S.D.A.. To this end, guests should expect the following to be in place when our restaurants reopen for in-restaurant dining:

Hostesses and managers will regulate social distancing at entries and waiting areas.

Signage with new dining protocols will be posted at all locations.

Lounge seating and bar stools will be removed from all venues.

Seating capacity will be reduced to allow for a minimum of 6 feet between each seated group.

Menus will be available via smartphone, chalk board or single use disposable placemats.

For your peace of mind, we now have a No Hassle, No Penalty 100% Cancellation Policy that allows for reservations to be moved or cancelled at any time and for any reason up to one week prior to the stay with no change or cancellation fees. For more information, call 855.977.6473.